Pricing and payment
If you would like details of consultation fees, please contact reception for up-to-date pricing.
If you wish to have some idea of the possible cost implications of your pet's problem before you come for a consultation, your query will generally need to be handled by one of our veterinary surgeons in the department to which you are being referred. As a result, there may be a slight delay in getting this information for you, depending on the availability of an appropriate vet at the time of the query.
When you come for your initial consultation, the vet will give you an estimate of further costs, before you decide whether or not to go ahead with any recommended investigations and/or treatment.
Payment options
Cash, cheques and major credit/debit cards are accepted.
Payment will be expected at the time of consultation or on collection of your pet. A fee is charged for post-operative examinations and repeat consultations.
Please note there is a 2% surcharge for credit cards (not debit cards) and that we do not accept American Express, Solo or Diners cards.
Insurance claims
Under normal circumstances, we ask that you pay us at the time of treatment and claim back the funds from the insurance company yourself.
You will need to check with your insurance company about your level of cover, any exclusions you may have and what excess you will need to pay. We will do our best to help with this process, but insurance companies often prefer to deal with the policyholder.
Direct claims
Although we do not routinely make direct claims from insurance companies, they can be arranged with certain insurance companies under certain circumstances, provided that you discuss this with us prior to arriving for your appointment, before your initial consultation with the vet and prior to any investigations or treatment being undertaken. Direct claims cannot be requested at the time of collection of your pet, after treatment has already been given.
Please be aware that direct claims often necessitate quite lengthy preparation which may delay possible investigations and surgery. Direct claims are costly for Willows to administer and result in a delay in our receipt of payment - as a result we charge a non-returnable administration fee for handling every direct claim (including a smaller fee for all follow-up claims).
We require that a signed claim form is provided by you on each occasion that a direct claim is made, at the time of treatment - a direct claim cannot be made by sending us a claim form after your pet has been seen.
At the time of making the first direct claim, we ask for a down-payment of any excess specified on your insurance policy (the excess is the first amount of the bill that your Insurance Company will not settle and which you must pay), regardless of whether you believe that this may already have been paid e.g. at your own vets - any overpayment will be promptly refunded. It is important to understand that insurance policies which involve an excess which is a percentage of the bill can result in a significant sum which needs to be paid directly to us by you.
Any anticipated shortfall in the cost of treatment which is not covered by your insurance company will be payable by you to us at the time of making the first direct claim. Any additional shortfall which is owing after the claim has been settled will be payable by you to us at that time.
For further information regarding making direct insurance claims, please download our informative Direct Insurance Claim Information Sheet (PDF Document 214KB)
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